Veterans-for-Veterans Complaints Policy
1. Introduction
Veterans-for-Veterans is committed to providing the highest level of service and support to all veterans. We value feedback and aim to resolve any complaints efficiently and fairly. This policy outlines our process for handling complaints to ensure transparency and satisfaction.
2. How to Make a Complaint
If you have a complaint about our services, please follow the steps below:
Step 1: Informal Resolution
- Contact Us Directly: Reach out to our team via email at [email protected].
- Discussion: Our team will listen to your concerns and aim to resolve the issue promptly.
Step 2: Formal Complaint
- Written Complaint: If the issue is not resolved informally, please submit a formal complaint in writing. Provide as much detail as possible, including your name, contact information, and nature of the complaint.
- Submit via Email: Send your written complaint to [email protected].
3. Our Complaints Process
Acknowledgment
- We will acknowledge receipt of your complaint within 3 working days.
Investigation
- Our Complaints Manager will investigate your complaint thoroughly and impartially. This may involve gathering information from relevant parties and reviewing any pertinent documentation.
Resolution
- We aim to resolve complaints within 14 working days. If this is not possible, we will keep you informed of the progress and provide an estimated resolution timeframe.
Response
- Once the investigation is complete, we will provide a detailed response, including any actions taken to address the issue.
4. If You Are Not Satisfied
If you are not satisfied with our response, you can request a review of your complaint. Please contact us at [email protected] with your original complaint details and reasons for requesting a review.
5. Confidentiality
All complaints will be handled with the utmost confidentiality, in accordance with our Privacy Policy. Personal information will only be shared with those involved in the investigation and resolution of your complaint.
6. Feedback
We welcome feedback on our complaints process. Please share your suggestions or comments by emailing [email protected].
7. Contact Us
For any questions or further information about our Complaints Policy, please contact us at:
- Email: [email protected]
- Address: Veterans-for-Veterans c/o One Claims Management Ltd, Unit 2, 10th Street, Trafford Park, Manchester, M17 1BJ
Thank you for helping us improve our services. Your feedback is invaluable.